Service Delivery Manager
About the Role
* We're seeking an experienced Service Delivery Manager to oversee our service operations.
This is a hands-on role that involves being close to real incidents, engineers, and customers. You will be expected to bring in practices you've already used successfully in previous service or managed-services environments.
1.
Service Operations:
Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
Manage incident processes for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
Pursue key service metrics (e.g., MTTA, MTTR, SLA compliance) tracking improvements based on them.
bsp; extbf{Act as Incident Lead / Coordinator} during major incidents keeping Engineers Focused & Customers Informed
2. SOPs, Runbooks & First-Line Enablement
Create & Maintain SOPs, runbooks,& triage guides covering common incident types & operational tasks.